Real time feedback of script logic

ABSTRACT

A system, method, and computer readable medium for real time feedback of script logic that comprises counting at least one agent utilizing at least one panel associated with at least one caller, establishing an average length of time required to utilize the at least one panel associated with the at least one caller, tallying a number of callers terminating interaction during utilization of the at least one panel, calculating statistics associated with the counted agents per panel, the established average length of time required per panel and the tallied number of callers terminating interaction per panel, and displaying the calculated statistics.

CROSS REFERENCE TO RELATED APPLICATIONS

The present patent application is related to commonly assigned U.S.patent application Ser. No. 11/472,013 entitled REMOTELY MONITORING CALLCENTER STATISTICS, and U.S. patent application Ser. No. 11/427,010entitled SESSION INITIATION PROTOCOL ENABLED AGENT DESKTOP ENVIRONMENT,and U.S. patent application Ser. No. 11/427,009 entitled SCRIPT LOGICGRAPHICAL MAPPING, and U.S. patent application Ser. No. 11/427,008entitled SCRIPT LOGIC VIEWING, and U.S. patent application Ser. No.11/427,014 entitled CONTACT CENTER CALL ROUTING BY AGENT ATTRIBUTE filedon even date herewith, the entire contents of which are incorporated byreference herein.

BACKGROUND OF THE INVENTION

The present invention is generally related to the script logic, and morespecifically, to real time feedback of script logic.

A contact center is a group of trained agents or technicians that arerequired to use a telephone and computer to perform their duties.Integration of voice (telephone) and data (PC) create an agent's desktopenvironment. A trend in contact center technology is the growing use ofvirtual contact centers which is based on the principle of employingcontact center agents employees and contractors for the completion ofcontact center duties from their home or other remote location (i.e.working in general local office suites also referred to as hotelworkers). Virtual contact center agents require reliable networkinterconnectivity to a Public Switched Telephone Network (PSTN) andInternet Protocol (IP) networks, for example. The contact centerprovider must provide or publish the services and tools to perform:agent authentication, encryption (secure data during transport), andrelevant third party application interfaces to complete the contactcenter agent duties. Clients employ contact center providers to performtheir customer contact duties. Customers are those individuals that usesome form of communication (telephone, email, instant message and fax,for example).

To increase call center customer satisfaction, agents must have accuratetimely information and must respond quickly. This timely and accurateresponse by the agent is enabled by continuous flow of information toand from the agent in the form of a script. The script allows the agentto handle objections, answer questions and gather information in anefficient process. The script is comprised of individual panels whichhave instructions, information and data queries. This set of panelinstructions, information and data queries are referred to as panellogic. The panels themselves are “tied” together depending upon thequestions asked and information required. This panel to panel linkage isreferred to as branching logic and can tie a large variety of panelstogether in a dynamic fashion as the need arises. Panels tied togetherby branching logic form a script path. The information contained in thescripts requires a constant stream of data to and from the contactcenter. This data stream needs to have a high quality of service to inorder to adequately service the customer.

Therefore, what is needed is a system, method, and computer readablemedium for script logic optimization and debugging and for real timefeedback of script logic.

SUMMARY OF THE INVENTION

The present invention provides an ability to provide feedback of scriptlogic used by a call center. The effectiveness of a script is largelyassumed when placed in service and at present there are no effectiveimmediate quality feedback mechanisms.

The present invention graphically outputs the number of agents utilizingany one panel at a time and the average length of time spent on thatpanel, additionally the number of callers lost per panel is tallied todetermine weak links in the script logic. By identifying which panelstake the most time to get through, updates to those panels may beidentified to simplify the logic or the instructions associated withthat panel. By identifying which panels have the greatest number ofcustomer losses, updates to the panels may be identified to correct thescript logic for those panels and those updates can be incorporated inreal-time and further updated in real-time.

The present invention may comprise a web interface or other ability toprovide real-time feedback of the quantity and disposition of agentsprogressing through the panels. Agents may be represented by dots and aplurality of agents on a single panel can be represented by largercircles. This type of interface can provide insight to the effectivenessof mass media or marketing campaigns. Real-time graphs and indicatorsmay provide additional immediate sale and no sale criteria.

In one embodiment of the present invention, a real time feedback ofscript logic comprises, counting at least one agent utilizing at leastone panel associated with at least one caller, establishing an averagelength of time required to utilize the at least one panel associatedwith the at least one caller, tallying a number of callers terminatinginteraction during utilization of the at least one panel, calculatingstatistics associated with the counted agents per panel, the establishedaverage length of time required per panel and the tallied number ofcallers terminating interaction per panel, and displaying the calculatedstatistics. The method may also comprise requesting feedback on the atleast one panel from the at least one agent upon the caller terminatinginteraction, collecting the requested feedback associated with the atleast one panel, sending the collected requested feedback, developing atest panel, creating a test panel detour in a branching logic, reroutinga subset of at the least one agents to the test panel, measuring anaverage length of time required to utilize the test panel, determining adifference in the measured average length of time required to utilizethe test panel and the established average length of time to utilize theat least one panel, enumerating a number of callers terminatinginteraction during utilization of the test panel, detecting a change inthe enumerated number of callers terminating interaction duringutilization of the test panel and the tallied number of callersterminating interaction during utilization of the at least one panel andupdating a branching logic to route agents to the test panel.

In a further embodiment of the present invention, a computer readablemedium (or software) comprises instructions for tallying a number ofcallers terminating interaction during utilization of at least one panelassociated with at least one caller, requesting feedback on the at leastone panel from at least one agent upon the caller terminatinginteraction, collecting requested feedback associated with the at leastone panel and sending the collected requested feedback. The computerreadable medium may also comprise instructions for developing a testpanel, creating a test panel detour in a branching logic, rerouting asubset of the at least one agents to the test panel, enumerating anumber of callers terminating interaction during utilization of the testpanel, detecting a change in the enumerated number of callersterminating interaction during utilization of the test panel and thetallied number of callers terminating interaction during utilization ofthe at least one panel, establishing an average length of time requiredto utilize the at least one panel associated with the at least onecaller, measuring an average length of time required to utilize the testpanel, and determining a difference in the measured average length oftime required to utilize the test panel and the established averagelength of time to utilize the at least one panel.

In yet a further embodiment, a system for real time feedback of scriptlogic comprises a processor that tallies a number of callers terminatinginteraction during utilization of at least one panel, develops a testpanel, creates a test panel detour in a branching logic, reroutes asubset of at least one agents to the test panel, enumerates a number ofcallers terminating interaction during utilization of the test panel,detects a change in the enumerated number of callers terminatinginteraction during utilization of the test panel and the tallied numberof callers terminating interaction during utilization of the at leastone panel and updates a branching logic to route agents to the testpanel if the detected change shows less terminated callers utilizing thetest panel, and a memory communicably coupled to the processor, whereinthe memory stores the test panel and the updated branching logic. Thesystem processor may also request feedback on the at least one panelfrom at least one agent upon the caller terminating interaction, collectthe requested feedback associated with the at least one panel, and sendthe collected requested feedback, establish an average length of timerequired to utilize the at least one panel associated with at least onecaller, measure an average length of time required to utilize the testpanel, determine a difference in the measured average length of timerequired to utilize the test panel and the established average length oftime to utilize the at least one panel, and calculate statisticsassociated with the at least one panel tallied number of callersterminating interaction and the enumerated number of callers terminatinginteraction during utilization of the test panel.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 depicts a first block diagram of real time feedback of scriptlogic in accordance with a preferred embodiment of the presentinvention;

FIG. 2 depicts a second block diagram of real time feedback of scriptlogic in accordance with a preferred embodiment of the presentinvention;

FIG. 3 depicts a third block diagram of real time feedback of scriptlogic in accordance with a preferred embodiment of the presentinvention;

FIG. 4 depicts a first method of real time feedback of script logic inaccordance with a preferred embodiment of the present invention;

FIG. 5 depicts a second method of real time feedback of script logic inaccordance with a preferred embodiment of the present invention;

FIG. 6 depicts a first software flow block of real time feedback ofscript logic in accordance with a preferred embodiment of the presentinvention;

FIG. 7 depicts a second software flow block of real time feedback ofscript logic in accordance with a preferred embodiment of the presentinvention;

FIG. 8 depicts a first system of real time feedback of script logic inaccordance with a preferred embodiment of the present invention; and

FIG. 9 depicts a second system of real time feedback of script logic inaccordance with a preferred embodiment of the present invention.

DETAILED DESCRIPTION OF THE INVENTION

Referring now to FIG. 1, a first block diagram of the real time feedbackof script logic 10 is depicted and comprises a number of blocks ormodules that are software, hardware, firmware, and/or the combination ofsoftware, hardware, and/or firmware. Panels 12, 14, 16, 18 each showgraphically the number of agents 20, 22, 24, 26 accessing the panel andthe average time 28, 30, 32, 34 per spent accessing each panel by theagent. The number of callers terminating interaction with the agent perpanel 36 is shown.

Referring now to FIG. 2, a second block diagram of the real timefeedback of script logic 40 is depicted and comprises a number of blocksor modules that are software, hardware, or firmware, and/or thecombination of software, hardware, and/or firmware. The original panel42 shows the number of agents accessing the panel 44, the average timespent on the panel 46 and the number of callers terminating interaction48 while accessing that specific panel. A test panel detour 50 in abranching logic connects the test panel 52 to the branching logic. Thenumber of agents accessing the test panel 54 and the average time spenton the panel 56 as well as the number of callers terminating interaction58 while utilizing the test panel are shown.

Referring now to FIG. 3, a third block diagram of the real time feedbackof script logic 70 is depicted and comprises a number of blocks ormodules that are software, hardware, or firmware, and/or the combinationof software, hardware, and/or firmware. After the test panel has beenshown to work more efficiently than the original panel the branchinglogic 74 replaces the original branching logic and connects the testpanel 72 into the script.

Referring now to FIG. 4, a first method of real time feedback of scriptlogic 80 is depicted. The method comprises counting 82 at least oneagent utilizing at least one panel associated with at least one caller,establishing 84 an average length of time required to utilize the atleast one panel associated with the at least one caller, tallying 86 anumber of callers terminating interaction during utilization of the atleast one panel, calculating 88 statistics associated with the countedagents per panel, the established average length of time required perpanel and the tallied number of callers terminating interaction perpanel, and displaying 90 the calculated statistics. The method isperformed by software, hardware, or firmware, and/or the combination ofsoftware, hardware, and/or firmware.

Referring now to FIG. 5, a second method of real time feedback of scriptlogic 100 is depicted. The method comprises counting 102 at least oneagent utilizing at least one panel associated with at least one caller,establishing 104 an average length of time required to utilize the atleast one panel associated with the at least one caller, tallying 106 anumber of callers terminating interaction during utilization of the atleast one panel, calculating 108 statistics associated with the countedagents per panel, the established average length of time required perpanel and the tallied number of callers terminating interaction perpanel, and displaying 110 the calculated statistics. The method may alsocomprise requesting 112 feedback on the at least one panel from the atleast one agent upon the caller terminating interaction, collecting 114the requested feedback associated with the at least one panel, sending116 the collected requested feedback, developing 118 a test panel,creating 120 a test panel detour in a branching logic, rerouting 122 asubset of at the least one agents to the test panel, measuring 124 anaverage length of time required to utilize the test panel, determining126 a difference in the measured average length of time required toutilize the test panel and the established average length of time toutilize the at least one panel, enumerating 128 a number of callersterminating interaction during utilization of the test panel, detecting130 a change in the enumerated number of callers terminating interactionduring utilization of the test panel and the tallied number of callersterminating interaction during utilization of the at least one panel andupdating 132 a branching logic to route agents to the test panel. Themethod is performed by software, hardware, or firmware, and/or thecombination of software, hardware, and/or firmware.

Referring now to FIG. 6, a first software block diagram of real timefeedback of script logic 140 is depicted. A computer readable mediumcomprises instructions for tallying 142 a number of callers terminatinginteraction during utilization of at least one panel associated with atleast one caller, requesting 144 feedback on the at least one panel fromat least one agent upon the caller terminating interaction, collecting146 requested feedback associated with the at least one panel andsending 148 the collected requested feedback. This method is preferablyembodied in a computer readable medium or software but may also beembodied in firmware and is utilized via hardware. The transfer ofinformation occurs via at least one of a wireless protocol, a wiredprotocol and a combination of the wireless protocol and the wiredprotocol. The steps performed in this figure are performed by software,but may also be performed by hardware or firmware, and/or thecombination of software, hardware, and/or firmware.

Referring now to FIG. 7, a second software block diagram of real timefeedback of script logic 160 is depicted. A computer readable mediumcomprises instructions for tallying 162 a number of callers terminatinginteraction during utilization of at least one panel associated with atleast one caller, requesting 164 feedback on the at least one panel fromat least one agent upon the caller terminating interaction, collecting166 requested feedback associated with the at least one panel andsending 168 the collected requested feedback. The computer readablemedium may also comprise instructions for developing 170 a test panel,creating 172 a test panel detour in a branching logic, rerouting 174 asubset of the at least one agents to the test panel, enumerating 176 anumber of callers terminating interaction during utilization of the testpanel, detecting 178 a change in the enumerated number of callersterminating interaction during utilization of the test panel and thetallied number of callers terminating interaction during utilization ofthe at least one panel, establishing 180 an average length of timerequired to utilize the at least one panel associated with the at leastone caller, measuring 182 an average length of time required to utilizethe test panel, and determining 184 a difference in the measured averagelength of time required to utilize the test panel and the establishedaverage length of time to utilize the at least one panel. This method ispreferably embodied in a computer readable medium or software but mayalso be embodied in firmware and is utilized via hardware. The transferof information occurs via at least one of a wireless protocol, a wiredprotocol and a combination of the wireless protocol and the wiredprotocol. The steps performed in this figure are performed by software,but may also be performed by hardware or firmware, and/or thecombination of software, hardware, and/or firmware.

Referring now to FIG. 8, a first system of real time feedback of scriptlogic 190 is depicted. The system comprises a processor 192 that tallies194 a number of callers terminating interaction during utilization of atleast one panel, develops 194 a test panel, creates 198 a test paneldetour in a branching logic, reroutes 200 a subset of at least oneagents to the test panel, enumerates 202 a number of callers terminatinginteraction during utilization of the test panel, detects 204 a changein the enumerated number of callers terminating interaction duringutilization of the test panel and the tallied number of callersterminating interaction during utilization of the at least one panel andupdates 206 a branching logic to route agents to the test panel if thedetected change shows less terminated callers utilizing the test panel,and a memory 208 communicably coupled 210 to the processor, wherein thememory stores 212 the test panel and the updated branching logic. Thetransfer of information between the processor and the memory occurs viaat least one of a wireless protocol, a wired protocol and a combinationof the wireless protocol and the wired protocol. The steps performed inthis figure are performed by software, hardware, or firmware, and/or thecombination of software, hardware, and/or firmware.

Referring now to FIG. 9, a second system of real time feedback of scriptlogic 220 is depicted. The system comprises a processor 222 that tallies224 a number of callers terminating interaction during utilization of atleast one panel, develops 226 a test panel, creates 228 a test paneldetour in a branching logic, reroutes 230 a subset of at least oneagents to the test panel, enumerates 232 a number of callers terminatinginteraction during utilization of the test panel, detects 234 a changein the enumerated number of callers terminating interaction duringutilization of the test panel and the tallied number of callersterminating interaction during utilization of the at least one panel andupdates 236 a branching logic to route agents to the test panel if thedetected change shows less terminated callers utilizing the test panel,and a memory 238 communicably coupled 240 to the processor, wherein thememory stores 242 the test panel and the updated branching logic. Thesystem processor may also request 244 feedback on the at least one panelfrom at least one agent upon the caller terminating interaction, collect246 the requested feedback associated with the at least one panel, andsend 248 the collected requested feedback, establish 250 an averagelength of time required to utilize the at least one panel associatedwith at least one caller, measure 252 an average length of time requiredto utilize the test panel, determine 254 a difference in the measuredaverage length of time required to utilize the test panel and theestablished average length of time to utilize the at least one panel,and calculate 256 statistics associated with the at least one paneltallied number of callers terminating interaction and the enumeratednumber of callers terminating interaction during utilization of the testpanel. The transfer of information between the processor and the memoryoccurs via at least one of a wireless protocol, a wired protocol and acombination of the wireless protocol and the wired protocol. The stepsperformed in this figure are performed by software, hardware, orfirmware, and/or the combination of software, hardware, and/or firmware.

Although an exemplary embodiment of the system of the present inventionhas been illustrated in the accompanied drawings and described in theforegoing detailed description, it will be understood that the inventionis not limited to the embodiments disclosed, but is capable of numerousrearrangements, modifications, and substitutions without departing fromthe spirit of the invention as set forth and defined by the followingclaims. For example, the capabilities of the invention can be performedfully and/or partially by one or more of the processors or memories.Also, these capabilities may be performed in the current manner or in adistributed manner and on, or via, any device able to provide and/orreceive broadband signals. Further, although depicted in a particularmanner, various modules or blocks may be repositioned without departingfrom the scope of the current invention. Still further, althoughdepicted in a particular manner, a greater or lesser number ofprocessors, memories and internet protocol inter-network connections canbe utilized with the present invention in order to accomplish thepresent invention, to provide additional known features to the presentinvention, and/or to make the present invention more efficient.

What is claimed is:
 1. A method for real time feedback of script logicfor a script comprising a plurality of panels utilized by a plurality ofagents, the method comprising: calculating per panel statistics for theplurality of panels, the per panel statistics comprising an averageutilization time per panel and a number of callers terminatinginteraction per panel; displaying the calculated statistics; whereincalculating per panel statistics for a given panel of the plurality ofpanels comprises: measuring the measured time taken for an agent of theplurality of agents to utilize the given panel for a call; averaging themeasured time for a plurality of agents and a plurality of calls toproduce the average utilization time for the given panel; tallying anumber of callers terminating interaction during utilization of thegiven panel; developing a test panel as an alternative panel for anoriginal panel of the plurality of panels; substituting the test panelin place of the original panel comprising modifying branching logic ofthe script logic to create a branching logic detour to the test panel;and rerouting at least a subset of the plurality of agents to the testpanel using the branching logic detour.
 2. The method of claim 1comprising: requesting feedback on the at least one panel from at leastone agent of the plurality of agents upon the caller terminatinginteraction.
 3. The method of claim 2 comprising: collecting therequested feedback associated with the at least one panel.
 4. The methodof claim 3 comprising: sending the collected requested feedback.
 5. Themethod of claim 1 comprising: measuring an average length of timerequired to utilize the test panel.
 6. The method of claim 5 comprising:determining a difference in the measured average length of time requiredto utilize the test panel and the established average length of time toutilize the original panel.
 7. The method of claim 1 comprising:enumerating a number of callers terminating interaction duringutilization of the test panel.
 8. The method of claim 7 comprising:detecting a change between the enumerated number of callers terminatinginteraction during utilization of the test panel and the tallied numberof callers terminating interaction during utilization of the originalpanel.
 9. The method of claim 8 comprising: updating a branching logicto route all of the plurality of agents to the test panel.
 10. Anon-transitory computer readable storage medium comprising instructionsthat when executed cause a processor to perform: calculating per panelstatistics for a plurality of panels of a script utilized by a pluralityof agents, wherein calculating per panel statistics for a given panelcomprises tallying a number of callers terminating interaction duringutilization of the given panel; requesting feedback on the given panelfrom at least one of the plurality of agents upon a caller terminatinginteraction; collecting requested feedback associated with the givenpanel; sending the collected requested feedback; developing a test panelas an alternative panel for an original panel of the plurality ofpanels; creating a test panel detour in a branching logic; and reroutinga subset of the plurality of agents to the test panel.
 11. Thenon-transitory computer readable storage medium of claim 10 that whenexecuted cause the processor to further perform: enumerating a number ofcallers terminating interaction during utilization of the test panel;and detecting a change between the enumerated number of callersterminating interaction during utilization of the test panel and thetallied number of callers terminating interaction during utilization ofthe original panel.
 12. The non-transitory computer readable storagemedium of claim 10 that when executed cause the processor to furtherperform: establishing an average length of time required to utilize theoriginal panel; measuring an average length of time required to utilizethe test panel; and determining a difference in the measured averagelength of time required to utilize the test panel and the establishedaverage length of time to utilize the original panel.
 13. Thenon-transitory computer readable storage medium of claim 12 that whenexecuted cause a processor to further perform: establishing an averagelength of time required to utilize the original panel; measuring anaverage length of time required to utilize the test panel; anddetermining a difference in the measured average length of time requiredto utilize the test panel and the established average length of time toutilize the original panel.
 14. The system of claim 13 wherein theprocessor: establishes an average length of time required to utilize theoriginal panel associated with at least one caller; measures an averagelength of time required to utilize the test panel; and determines adifference in the measured average length of time required to utilizethe test panel and the established average length of time to utilize theoriginal panel.
 15. The system of claim 13 wherein the processor:requests feedback on the original panel from at least one agent upon thecaller terminating interaction; collects requested feedback associatedwith the original panel; and sends the collected requested feedback. 16.The system of claim 15 wherein the processor: calculates statisticsassociated with the original panel tallied number of callers terminatinginteraction and the enumerated number of callers terminating interactionduring utilization of the test panel.
 17. The system of claim 15 whereinthe processor, calculates statistics associated with the original paneltallied number of callers terminating interaction and the enumeratednumber of callers terminating interaction during utilization of the testpanel.